Poor service and bad experience from we buy cars Montana

I am extremely disappointed with the service received from WeBuyCars Montana branch.

During our search for a car, my wife and I paid a R5000 deposit to reserve a vehicle we had identified. Our finance application was approved, and we proceeded to purchase the car. We were assured that the deposit would be refunded and that we would be contacted to collect our car registration papers.

However, it has now been close to two weeks since we collected the car, and:

We have not received our R5000 deposit refund

We have not received any communication regarding our car papers

We have made multiple follow-ups via phone calls, WhatsApp, emails, and even visited the branch several times. Each time, we are given the same response without any progress.

When we visited the branch this week, the F&I consultant, Chane, informed us that a request had been sent to head office and that the refund process takes 5–7 working days. This is the same explanation we were previously given, and we are now on the 6th working day with no refund, while the system still reflects that the money is sitting there.

To make matters worse, when we followed up regarding the car papers, the admin team informed us that nothing has been processed on the system — there is no record of the documents being sent to the traffic department or even being worked on. This is extremely concerning, especially since this is the responsibility of the same consultant.

The level of service we are experiencing is unacceptable. Constantly having to follow up, visit the branch, and chase basic deliverables is exhausting. It feels like once the bank has paid, customers are no longer treated as a priority.

We would like:

Immediate refund of our R5000 deposit

Urgent processing and communication regarding our car registration papers

Clear accountability from the Montana branch